tiffany gaines
New york ,NY
Summary
Fast Paced - Ability to adapt to any environment Customer Service Time Management Professional Summary Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction. Knowledgeable and dedicated customer service professional with extensive experience the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Care Agent
Instacart- Apex Systems
Las Vegas, Nevada
09.2020 - Current
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Supervise the work of office ,administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Confer with customers by telephone or in person to provide information about products or services, Keep records of customer interactions and transactions.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills and transactions, recording details of inquiries, complaints, or comments, as well as actions or enter orders, cancel accounts, or obtain details of complaints.
- Effective liaison between customers and internal departments.
- Met all customer call guidelines including service levels, handle time and productivity.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Member Service Representative
Resort Com
Las Vegas, Nevada
07.2018 - 06.2020
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
- Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
Technical Support Specialist
Telus International
Las Vegas, Nevada
10.2016 - 02.2018
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Advise customer about or perform maintenance of software system.
- Consult with customers or other departments on project status, proposals, or technical issues, such as software system design or maintenance.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Member Service Representative
Sutherland Global
Las Vegas, Nevada
07.2016 - 02.2018
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
- Answer customers' questions, and provide information on procedures or policies.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Client Care Coordinator
Desert Hope Treatment Center
Las Vegas, Nevada
12.2012 - 06.2015
- Obtain and study medical, psychological, social, and family histories by interviewing individuals, couples, or families and by reviewing records.
- Record patients' medical history, vital statistics, or information such as test results in medical records.
- Authorize drug refills and provide prescription information to pharmacies.
- Clean and sterilize instruments and dispose of contaminated supplies.
- Prepare and administer medications as directed by a physician.
- Show patients to examination rooms and prepare them for the physician.
- Explain treatment procedures, medications, diets, or physicians' instructions to patients.
- Help physicians examine and treat patients, handing them instruments or materials or performing such tasks as giving injections or removing sutures.
- Greet and log in patients arriving at office or clinic.
- Schedule appointments for patients.
- Keep financial records or perform other bookkeeping duties, such as handling credit or collections or mailing monthly statements to patients.
- Inventory and order medical, lab, or office supplies or equipment.
- Operate x-ray, electrocardiogram (EKG), or other equipment to administer routine diagnostic tests.
- Contact medical facilities or departments to schedule patients for tests or admission.
- Set up medical laboratory equipment.
- Verified and submitted timekeeping information for accurate and efficient payroll processing for doctors.
- Pulled internal reports as requested (salaries, bonuses, hours worked).
- Served as backup for payroll supervisor to process open record requests.
- Checked figures, postings and accounting documents for correct entry, mathematical accuracy and proper coding.
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
Education
Bachelor of Science - Accounting and Finance
Southern New Hampshire University
Associate of Science - Medical Assistant
Hesser College
Skills
- Order and Refund Processing
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Customer Retention Strategies
- Upselling Products and Services
- Upbeat and Positive Personality
- Verbal and Written Communication
- Responding to Difficult Customers
- Customer Account Management
- POS Systems and Ordering Platforms
- Creative Problem Solving
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Proactive Self-Starter
- Invoice Preparation and Processing
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
- Patient and Empathetic
- Membership Inquiries and Renewals
- De-escalation Techniques
- Time Tracking and Review
- Decision Making
- Critical Thinking
- Clerical Support
- Kronos Workforce Payroll
- Microsoft Office
- Intuit QuickBooks
- Typing and 10-Key Entry
- Statistical Analysis and Reporting
- Legal Compliance
- Account Balancing
- Attention to Detail
Timeline
Customer Care Agent
Instacart- Apex Systems
09.2020 - Current
Member Service Representative
Resort Com
07.2018 - 06.2020
Technical Support Specialist
Telus International
10.2016 - 02.2018
Member Service Representative
Sutherland Global
07.2016 - 02.2018
Client Care Coordinator
Desert Hope Treatment Center
12.2012 - 06.2015
Bachelor of Science - Accounting and Finance
Southern New Hampshire University
Associate of Science - Medical Assistant
Hesser College
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